ComplaintsforRenewal by Andersen of Central Illinois

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  -Had one window installed to fix rotting wood which was leaking into our garage. -Was not fixed first time so we had our roof refinished. Roofers found rotting wood that Andersen should have taken care of. -Andersen came back out to do the window again and did a TERRIBLE job. Man ruined new shingles on our brand new roof, cut a wire which was our guest bathroom light, caulked the window terribly, ruined our brand new window screen with caulk, and did not put siding back correctly. -Had to have the window/ siding and everything redone a THIRD time. Roofers also had to come back and fix ruined shingles. -Andersen came back and was supposed to bring the new screen- they forgot it and only brought a clip. -They came back with a new screen and installed. -We started to realize the bathroom light wasnt working and didnt know yet that the window and light situation was connected. We had to have an electrician cut out the drywall under the window and fix the cut wire from andersen. -Then when we thought everything was done, last week we found water dripping into our house from the window. They plan to come out AGAIN because they did not install correct water protection at the top of our window. We have only received a $200 giftcard and $60 reimbursement for paying the electrician. They had to pay for the electrician work- but we want our money back from this terrible experience.

  Customer response

  05/16/2024

  Andersen has contacted me directly and given us back all of our money. Everything has been made right and I no longer need any help with this claim. Thank you so much! 

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was supposed to have new windows, patio doors, and trim installed in my house. The installers knew the windows were too small and they installed them anyway, that's when I decided to call the owner of the company. He sent out his management team to inspect the windows and replace what needs to be replaced. We decided 7 of the new windows would need replaced. Then we noticed after they installed the new windows that the trim had too many nail holes in them, trim had too many gaps, and then there was ice inside of the house on the windows. I was told we were going to replace the seals on every window - that never happened. The trim, they keep telling me they can't get all the trim the same color. Then we find out that the patio door was not put in correctly, so they had to take the patio door out and reframe it. Now the trim does not even cover all the white on the patio frame. Now I'm wondering if the patio door is too small? ***, the service manager, came to my home and told me there is only so much he can do do fix the windows before they terminate the warranty. Now, I need to emphasize that almost everyone in upper management has came to my home to see all of the windows except the owner of the company. Now I've called numerous times to try to get in contact with the owner of the company, but I have yet to be able to.

  

  Business response

  11/21/2023

  Hello *****,
  
  We are very sorry for the inconveniences and want you to know that we are still working diligently to resolve your concerns.  Please rest assured that we are working to provide a solution, however we are struggling to get in contact you. We have reached out to you a couple of times over the last few months and last time via email on October 26th from ***** ***** (Asst. GM)– we want to provide you the service you deserve however we are worried you are not receiving our voicemails. We will keep trying to reach out to you via direct line to our top leader, ***** *****, who is in charge of the company and has authority to resolve your concerns promptly. If anything has changed regarding your preferred contact information, please call in and let us know so we can promptly put together a plan of action for you to get everything taken care of.
  
  Thank you for your patience! 

   

  Customer response

  11/22/2023

   I am rejecting this response because:
  
  Renew by Anderson has no intentions of making good under their promises. If they did, This job would have already been done. They have failed to inform the owner of the company and is Barring me from speaking with the owner of renew by Anderson , they are ashamed and scared of letting the owner know how inadequate they have been on installing these windows, which cost me $51,704.

  

  Business response

  11/28/2023

  Hi *****,
  
  I was informed that ****** **** was able to contact you this afternoon and is working diligently to get a set action plan together to get all mentioned concerns resolved.  She will be calling you back tomorrow (11/29) with an update.
  
  Again, I cannot apologize enough for the inconveniences and assure you that we will get you taken care of.
  
  Thank you

  Customer response

  11/29/2023

   I am rejecting this response because:
  
  I indeed was contacted by Renew By Anderson, and I am waiting for a response on when we are going to be meeting And it does seem the young lady is very interested in resolving this matter time will only tell

• Initial Complaint

  10/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *1-22-23 Ordered Picture window w/casement,farmhouse grilles,and Truscene screens **** ***** was salesman *2-1-23 Measurements taken *3-23-23 Install *3-28-23 I call ******** in Peoria office,asked if tech could show me how remove grilles,also noting left screen was too small having large gap *4-10-23 ****(tech) came tried to remove grilles,HE cracked one piece of the middle window grille using flathead screwdriver,after that noticed that middle window grille was adhered to the window,he stated he could "scrape off adhesive and put in new grille",also was going to "try to bend the screen to fit the window",i didnt allow my screen frame to be "bent to fit",I immediately called and left a voicemail for ******** after tech left telling her what had happened *4-11-23 **** ***** and ******** both called separately telling me they were working on making it right,**** ***** informed me they sent the WRONG middle window,he requested pictures of the window/screen,I sent a total of 27 pictures/1 video,showing cracked grille, adhesive on window,and screen. *6-13-23 I sent **** ***** a text checking on our window replacement and screen,he said he reached out to their order team and there was no ETA yet on the screen and window. *7-5-23 I called ******** asking for an update,she stated she would call me later that day,or next day, RCVD NO CALL BACK *7-12-23 I texted ****,he NEVER RESPONDED *7-12-23 ****** from Peoria office called me stating no update,she'd call me back 7-17-23 *7-17-23 ****** called stating maybe end of August 2023 window and screen would be in *8-28-23 ****** called scheduling install 9-13-23 *9-13-23 ****** texted 9:10am(install scheduled for 12pm)stating window came in without the grille,****(tech)came 11:30am showed me he had 3 windows and screen in his van,ONCE AGAIN WRONG WINDOW,screen again didnt fit,he stated "all will be thrown in the trash",Manager ***** *** was supposed to call me *HAVE MORE INFO,BUT NO MORE ROOM HERE! 10-12-23 STILL NOT RESOLVED!

  

  Business response

  10/18/2023

  Hi *****,
  
  We apologize again for the inconvenience this has caused you. We assure you that we are working to get these issues resolved to your satisfaction in a timely manner. We have expedited all possible processes and are tracking delivery very closely of all material needed to finally complete your project (11/02 is when everything is scheduled to arrive). As soon as we receive, we will personally inspect and ensure we are set to complete your service correctly. We have reached out to get a time scheduled for completion, if you could please call us back at your earliest convenience we will get everything scheduled.
  
  Again, we apologize for the missteps on your project and assure you we will get it taken care of. 

  Customer response

  10/19/2023

   I am rejecting this response because: Per my phone conversation with ***** *** 10/19/23 at 11:00am, the Tech, **** , had thrown away the window that had come in, that **** had brought to my house on 9/13/23 without the grilles and for some reason 2 other side windows that werent needed. ***** *** had stated she would tell **** to not to throw any of them away. HE THREW THEM IN THE GARBAGE, windows that had nothing wrong with them, that technically we own and are paying for, therefore they shouldve been left with me, my windows.  Nothing has been followed thru on, she was supposed to contact our salesman's (****) manager because he has had no contact with me or responded to my text messages since 6/13/23. Then ***** stated that ****** **** would be inContact with us regarding a $500 refund which is absolutely unacceptable for what we have been thru. All the headaches and stress, rearranging my schedule to accomadate them and their mistakes. They had to order another window for us, and she stated the date for arrival SHOULD be November 2nd 2023, with a possible install date of November 3rd.2023, i responded that i will not hold my breathe considering their track record thus far!
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩